Tag Archives | Customer Service

I am not a difficult customer. Having spent many years on the other side of that counter, I understand what it is like to work with the public for hours at a time, answering questions, providing information, solving problems. But it is also because of that experience that I have a heightened awareness of how […]

When a business considers what type of customer service they offer, they should always do so from the customer’s perspective, not their own. When a customer has a problem, the business is usually more interested in offering reasons, explanations, justifications or excuses as to why things happened or are done in such a specific way, […]

Leading Your Team To Customer Service Excellence:

Increase your Impact & Grow your Bottom Line In today’s global economy, companies who offer an outstanding customer experience all have three things in common: Inspired Leadership Strong Teams Effective Communication. It is a struggle to balance all three of these areas while keeping your business strong, inside and out. If you’ve ever had communication […]

The 7 Steps To Dealing With Difficult People:

Working With Even the Most Challenging Customers Have you ever had a conversation with a customer or among your employees that went sour… and just kept getting worse? Have you ever worried about how your customer service challenges affect your company’s reputation? Do you wish you had the skills to respond to difficult situations and resolve […]

Today I stopped in at the phone store for help; my smart phone has been doing some dumb things lately. I was immediately greeted by a friendly, smiling young man who asked what he could do to help me. As I was explaining the problem, another young man – also behind the counter — walked […]

Today I received a customer service follow–up call regarding a recent repair made to one of our vehicles. The young woman wanted to know if “everything was taken care of?” Well, yes. The work was finished and the problem resolved. But if she had asked if everything had gone smoothly and were we happy with […]

Chances are, as a child you were told about The Golden Rule: “Treat people the way you would like to be treated”. When it came to your playmates, school activities, developing relationships with friends, and now, as an adult in the professional world, it has provided the guideline for your interactions with others. However, have […]

Please and Thank You. Words we learned very early on – often known as the “magic words”. Whether they came via prompting by an adult or of our own accord, we quickly learned they usually brought positive results – a smile, praise, even a reward. They weren’t difficult to remember and were typically considered to […]

As you step up to place an order for your morning coffee or a quick meal, are you also talking on your cell phone? The person on the other side of the counter is just that — a person — there to take down your information, ring up the sale, and speed you on your […]

I was sorting through my computer files over the weekend and ran across an email I had saved because it was such a good example of a great customer service email. It was short, clear, direct, and most of all, helpful. I had ordered something from a company on-line – a company I was not […]

"The speaker in this class is clear, willing to listen and actually she practiced what she was preaching! Love that!!"
- Foundation of Supervisory Skills class

"It's a good class to help build skills, not just for beginning management but long time managers. It's a good refresher and reminder of some of the skills that will help us build the groups that we manage better and happier."
- Foundation of Supervisory Skills class